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  5. SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

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Questions # 11:

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Options:
A.

Create an incident.

B.

Send an e-mail to SAP Cloud Support.

C.

Document an influencer story.

D.

Report a ticket.

Expert Solution
Questions # 12:

Which of the following options are possible for permissions?

Options:
A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

Expert Solution
Questions # 13:

What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

Options:
A.

Add an account team member.

B.

Use e-malis as a response to a ticket.

C.

Add a reference to an account.

D.

Add a reference to a service contract.

Expert Solution
Questions # 14:

Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

Options:
A.

Maintenance plan

B.

Visit

C.

Contract

D.

Ticket

Expert Solution
Questions # 15:

What are the different types of mashups available in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:
A.

HTML mashups

B.

URL mashups

C.

Internal mashups

D.

ASAP mashups

Expert Solution
Questions # 16:

Which key user tool allows you to change field properties on the SAP Service Cloud Ul?

Options:
A.

Mashup

B.

Code list restriction

C.

Workflow rules

D.

Adaptation

Expert Solution
Questions # 17:

What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.

Options:
A.

Employees

B.

Territories

C.

Incidents

D.

Service agents

Expert Solution
Questions # 18:

Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.

Options:
A.

Set access restrictions.

B.

Control access on field and action level.

C.

Create service level agreements.

D.

Assign work centers and views.

E.

Maintain the service catalog.

Expert Solution
Questions # 19:

You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?

Options:
A.

Price scale

B.

Cross-selling list

C.

Price list

D.

Pricing procedure

Expert Solution
Questions # 20:

Which of the following are benefits of case management in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:
A.

Creating a ticket on the main account automatically creates tickets on the sub-accounts.

B.

Opening the main ticket allows you to see all of the connected sub-tickets.

C.

You can change the status of multiple sub-tickets from the main ticket.

D.

Changing the customer in the main ticket updates the customers in the related sub-tickets.

Expert Solution
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